Our client, a fast-growing B2C Motor Insurance Provider, are looking to recruit a Head of Contact Centre Operations to oversee their 50+ FTE in Central London. Based in a fun, sociable office and working on a hybrid basis (4 days in the office / 1 day WFH), this is an incredible opportunity to join a very impressive business!

Our client have been established for 8 years and, in that time, have cemented themselves as a major name in the Motor Insurance industry. Working alongside other comparator sites in addition to offering their own product(s), they are continuing to grow at a fantastic pace, with incredibly ambitious plans for the future. Due to this growth, they are restructuring their Customer Services offering slightly to ensure the correct leadership, and, as a result, are actively seeking the perfect candidate to steer the ship. In a nutshell, your responsibilities will include:

- Owning/setting strategy for the entire B2C Customer Service operation
- Overseeing 50+ FTE (inclusive of 4 x Team Leaders/Managers)
- Driving an incredible performance through inspirational leadership
- Coaching/developing team members
- Owning external communication with 3rd party sites, ensuring a smooth/productive relationship(s)

In order to be considered for this position, it is ESSENTIAL that you have the following:

- Experience of overseeing a large contact centre operation (minimum: 40+ FTE)
- Experience of owning external B2B client relationships
- Ability to lead other Managers (Team Leads, etc)
- Experience of implementing processes/policies to improve CS
- Experience of coaching/developing others to improve performance/outputs

Our client are looking to move very quickly on this position, so any interested candidate(s) are urged to apply at their earliest convenience!